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Unified Inbox, Product Brief.

Every channel, every conversation, every customer, in one workspace. AI context panel with full customer history assembled in real time from your systems of record.

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What Unified Inbox does

Ephanti Unified Inbox brings every customer conversation into one workspace: regardless of whether it came in on WhatsApp, email, Instagram DM, voice, or web chat.

Agents no longer switch between five tools to serve one customer. Every conversation thread shows the full channel history, and the AI context panel to the right shows what the system knows about that customer: order history, loyalty tier, last support ticket, stay record, giving history, assembled in real time from your connected systems.

The inbox is part of the Support Solution and also serves the Convert & Sell and Retain & Expand Solutions wherever human-in-the-loop engagement is needed.

How it works

1. All channels in

Inbound messages from all connected channels route into a single unified queue.

2. Context assembled

AI context panel loads the customer profile from connected systems, before the agent opens the conversation.

3. Agent responds

Reply in the customer's preferred channel. AI suggests responses. Agent edits, approves, or sends.

4. Logged and synced

Resolution is logged back to your CRM, PMS, or donor system automatically. No manual entry.

Key capabilities

30+ channels in one view: SMS, WhatsApp, email, voice, Instagram DM, Facebook Messenger, TikTok DM, LinkedIn DM, web chat
AI context panel: customer profile assembled in real time from CRM, commerce, PMS, or donor CRM
Threaded conversation history across all channels for the same customer
AI response suggestions with one-tap send or edit-before-send
AI conversation summary, one-line summary of each open thread
Team collaboration: internal notes, @mentions, agent assignment, collision detection
Canned responses and macros, with personalisation variables
Search across all conversations by customer, keyword, channel, or date
Automatic logging back to systems of record on resolution
Mobile-responsive agent workspace

Configuration options

Channel display order and default view
Context panel data sources, which systems to pull from per industry
AI suggestion confidence threshold: above X%, auto-suggest; below, suppress
Canned response library, team-level and agent-level
Notification preferences: desktop, mobile, email digest
Read receipts and typing indicators per channel

Tier availability

Capability	Starter	Pro	Enterprise
Unified inbox (core channels)	✓	✓	✓
Social DM channels	,	✓	✓
AI context panel	✓	✓	✓
AI response suggestions	✓	✓	✓
Team queues & assignment	✓	✓	✓
Cross-channel conversation threading	,	✓	✓
Custom context panel data sources	,	,	✓

FAQs

How many channels does the Unified Inbox support? ⌄

30+ channels including SMS, WhatsApp, email, voice, Instagram DM, Facebook Messenger, TikTok DM, LinkedIn DM, and web chat, all in one view.

What does the AI context panel show? ⌄

The context panel shows the customer's full profile assembled in real time from connected systems: CRM record, purchase history, stay history, giving history, previous conversations, loyalty status, and open tickets.

Can multiple agents work the same inbox? ⌄

Yes. The inbox supports team queues, agent assignment, internal notes, @mentions, and collision detection to prevent two agents replying to the same conversation simultaneously.

Does the inbox work on mobile? ⌄

Yes. The agent workspace is fully mobile-responsive. iOS and Android apps are available for Pro and Enterprise tiers.